{"id":3816,"date":"2023-09-29T12:09:22","date_gmt":"2023-09-29T15:09:22","guid":{"rendered":"https:\/\/24cevent.com\/sin-categorizar\/calculate-how-much-time-you-are-losing-on-your-technology-incident-management\/"},"modified":"2026-03-20T16:40:26","modified_gmt":"2026-03-20T19:40:26","slug":"calculate-how-much-time-you-are-losing-on-your-technology-incident-management","status":"publish","type":"post","link":"https:\/\/24cevent.com\/en\/calculate-how-much-time-you-are-losing-on-your-technology-incident-management\/","title":{"rendered":"Calculate how much time you are wasting in the management of your technological incidents."},"content":{"rendered":"\n<p>We all know that <strong>not being aware of technological problems or receiving late<\/strong> and <strong>unclear alerts<br\/><\/strong> could generate a series of challenges in the management of IT operations and business continuity<br\/>. Efficient incident management is key to the operational<br\/>continuity of your company. <br\/><strong>These challenges and issues include:<\/strong><\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Prolonged downtime:<\/strong> Disruptions in business operations, which can result in lost productivity and revenue.<\/li>\n\n\n\n<li><strong>Data loss:<\/strong> Serious consequences on regulatory compliance and customer reliability.<\/li>\n\n\n\n<li><strong>High recovery costs:<\/strong> When detection is not timely, more resources and time are needed to solve problems.<\/li>\n\n\n\n<li><strong>Damaged reputation and stress:<\/strong> Failures can affect customer satisfaction and increase pressure on IT staff.<\/li>\n\n\n\n<li><strong>Non-compliance with SLA: <\/strong>Legal or financial consequences.<\/li>\n<\/ul>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>Before addressing how to calculate the time you spend on IT incident management, it is<br\/>crucial to understand the <strong>stages<\/strong> involved from the time a technology problem occurs until<br\/>it is resolved:<\/p>\n\n<ol class=\"wp-block-list\">\n<li>Incident detection, using monitoring tool.<\/li>\n\n\n\n<li>Alert prioritization and who resolves that type of alert.<\/li>\n\n\n\n<li>A notification is triggered by sending an e-mail, message or call.<\/li>\n\n\n\n<li>Gathering of information, scaling up with resolution teams.<\/li>\n\n\n\n<li>Actions of the resolution team and creation of tickets.<\/li>\n\n\n\n<li>Solution to the problem.<\/li>\n<\/ol>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"500\" src=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-52.jpg\" alt=\"\" class=\"wp-image-3473\" style=\"width:600px;height:undefinedpx\" srcset=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-52.jpg 800w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-52-300x188.jpg 300w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-52-768x480.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>Let&#8217;s go to the times that determine the <strong>overall incident management time<\/strong>, the<br\/>which you should have calculated and if you don&#8217;t have them now you will learn how to do it.<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Detection time.<\/li>\n\n\n\n<li>Notification time.<\/li>\n\n\n\n<li>Solution time.<\/li>\n<\/ul>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">Detection time:<\/h2>\n\n<p>This is the period from the time the technological failure arises until it is detected. This data can be obtained from your monitoring tool at<br\/>in the alert detail.<\/p>\n\n<h2 class=\"wp-block-heading\">Notification time:<\/h2>\n\n<p>It is the time that elapses when a first notification arises until the resolutor<br\/>actually takes notice to resolve. You can get this data from your NOC or<br\/>notification tool. It helps you validate the effectiveness of the notification so that the resolver<br\/>actually pays attention to the alert and it does not go unnoticed as just another email.  <\/p>\n\n<h2 class=\"wp-block-heading\">Solution time:<\/h2>\n\n<p>Period of time between when the resolver is notified to fix until<br\/>actually fixes the problem.<\/p>\n\n<h3 class=\"wp-block-heading\">Example How to measure these times.<\/h3>\n\n<p>1. Using a monitoring tool, in this case we will use Nagios as an example. We are looking for<br\/>the time the incident was detected that we will use throughout this example.<\/p>\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" width=\"800\" height=\"500\" src=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-53.jpg\" alt=\"calculate-how-much-time-you-are-losing-on-your-technology-incident-management-vista-nagios-with-critical-error .\" class=\"wp-image-3478\" style=\"width:600px;height:undefinedpx\" srcset=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-53.jpg 800w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-53-300x188.jpg 300w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-53-768x480.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>2. For notification, check the time of the first notification in your<br\/>IT incident management platform or in the NOC. If you only have a monitoring tool, check from there when<br\/>executed any mail. <\/p>\n\n<p>3. To continue with our example, we will take a simpler look at the notification time on<br\/>our 24Cevent IT incident management platform.<\/p>\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" width=\"800\" height=\"500\" src=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-54.jpg\" alt=\"calculate-how-much-time-you-are-losing-on-your-technology-incident-management-view-24cevent-view-operations-error-received-from-nagios\" class=\"wp-image-3481\" style=\"width:600px;height:undefinedpx\" srcset=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-54.jpg 800w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-54-300x188.jpg 300w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-54-768x480.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>4. With these two data you can calculate your detection time:<br\/><strong>(Detection time) = (Time IT incident starts) &#8211; (Time of first notification).<\/strong><\/p>\n\n<p>5. To calculate the notification time, we consider that the resolver receives a first<br\/>notification by mail, but actually pays attention by call and confirms that he\/she is going to<br\/>resolver.<\/p>\n\n<p>6. As in our example we are using 24Cevent, we go to the incident history and<br\/>we will see the time when the resolver confirmed the notification.<\/p>\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" src=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-55.jpg\" alt=\"calculate-how-much-time-you-are-losing-on-your-technological-incident-management-view-24-events-with-notified-alarm\" class=\"wp-image-3483\" style=\"width:600px;height:undefinedpx\" srcset=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-55.jpg 800w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-55-300x188.jpg 300w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-55-768x480.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>7. With this data we can obtain the notification time.<br\/><strong>(Notification time) = (Time of confirmation) &#8211; (Time of first notification).<\/strong><\/p>\n\n<p>8. Finally, the solution time is calculated by subtracting the solution time from the time of<br\/>notification confirmation.<\/p>\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" src=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-56.jpg\" alt=\"calculate-how-much-time-you-are-losing-on-your-technology-incident-management-vista-nagios-with-error-solved .\" class=\"wp-image-3485\" style=\"width:600px;height:undefinedpx\" srcset=\"https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-56.jpg 800w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-56-300x188.jpg 300w, https:\/\/24cevent.com\/wp-content\/uploads\/2023\/10\/Post-56-768x480.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>9. With this data, we can use the following formula:<br\/><strong>(Time of solution) = (Time the incident is considered solved) &#8211; (Time of confirmation of<br\/>notification)<\/strong><\/p>\n\n<p>10. Note that it is essential to average these times from at least 10 different<br\/>alerts to get a more representative picture of the overall resolution time.<\/p>\n\n<h3 class=\"wp-block-heading\">We also leave you other ways to calculate IT incident management indicators:<\/h3>\n\n<ul class=\"wp-block-list\">\n<li>Time from failure to repair<br\/><strong>MTTR =<\/strong> Total time spent on repairs \u00f7 number of repairs.<br\/><\/li>\n\n\n\n<li>Measures responsiveness.<br\/><strong>MTTA = <\/strong>Total time elapsed between alert and acknowledgement \/ total number of incidents.<\/li>\n<\/ul>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\">How would the times be rated?<\/h2>\n\n<p>There is no universal average time, but 10 years of experience in the field<br\/>we could say that:<br\/><br\/><strong>Detection time: <\/strong>if you have a well managed monitoring system the time<br\/>should be 0 minutes, since the solution should detect technological problems instantly, and if<br\/>are indirect it should create logics to maintain instant detection.<br\/><br\/><strong>Notification time: <\/strong>the notification time should be less than 1 minute for critical<br\/>alerts and for minor alerts the alert confirmation period may increase the<br\/>notification time by hours, we recommend no more than 12 hours.<br\/><br\/><strong>Time of solution: <\/strong>the time of solution is variable within the technological processes and organizational<br\/>of each company. If the resolver is notified it should route a solution<br\/>instantly taking 1 hour app, but if the solution is complex, involving more people the time<br\/>could increase hours or 3 days.<\/p>\n\n<h2 class=\"wp-block-heading\">Solution?<\/h2>\n\n<p>If you want to have a notifier to do these calculations for you, talk to your monitoring tool<br\/>. We invite you to try the <strong>online demo<\/strong> of the <strong>24Cevent<\/strong> solution, you will see<br\/>in a simple and fast way how to manage IT incidents.<\/p>\n\n<div style=\"height:55px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to calculate your response time to technological problems in your company.<\/p>\n","protected":false},"author":7,"featured_media":3474,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[161],"tags":[215,216,217,211,214],"class_list":["post-3816","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-effective-incident-management","tag-calculate-lost-time","tag-ineffective-incident-management","tag-inefficient-equipment","tag-operating-noise","tag-time-lost"],"_links":{"self":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/3816","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/comments?post=3816"}],"version-history":[{"count":3,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/3816\/revisions"}],"predecessor-version":[{"id":4970,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/3816\/revisions\/4970"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media\/3474"}],"wp:attachment":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media?parent=3816"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/categories?post=3816"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/tags?post=3816"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}